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I have been communicating with a
Line Supervisor (edit: Tech Supervisor) recently, he has been working on the issue. I'm posting to ask that if I am getting 300+ms ping spikes every night, between 8-11pm est, could our little neighborhood be at capacity on the node? Do external amps cause these issues during peak times? Lots of variables, but it seems to me that this is a capacity issue. Currently week 6 and I'm losing my patience.
Yes, I've had 3 tech visits. I've replaced my leased TG1682G gateway (puma chipset;latency issues) with a SB8200
New drop to the tap.
All fittings and splitters are good/terminated
Tech supervisor is suggesting that it's ingress from other users in area. His crews have been filtering problematic homes and flagging doorknobs. This has helped in overall latency, but it hasn't improved the main issue in the evenings.
EDIT: Sorry, OP said "line supervisor". Have been in communication with a Tech Supervisor
I figured as much. Probably no sense in doing basic troubleshooting. We can get a corporate employee to look over your account and node health. They will be able to follow up with your local tech supervisor to get this resolved as quickly as possible.
FYI: They owe you a $20 credit for every tech visit after the first for the same problem.You can also get a credit for your service from the time you first reported the issue until it is resolved.
I've asked a Comcast corporate employee to help you. You should expect a reply in this thread.
Thank you. My contact has been helpful, but I think capacity is the issue here.
That's why I mentioned node health - they can check the level of utilization. They can also see if other customers around you are experiencing similar issues. If there are capacity issues, they will be able to see that and start the process of adding another node to your neighborhood.
Cool. May I ask if the node health has diagnostic data? To see the times that the problems occur, or is it just in real time? Thanks for your replies.
Yes, they can see historical data. It's been a few years since I was employed by Comcast, so I'm not privy to the exact tools they are using right now, but more than likely they can parse the data about 100 different ways.
Thanks for reaching out. I'd b more than happy to check the health of the node in your area. Can you start by sending a private message with your first and last name account number or phone number associated with your services?
To send a private message click on my name "ComcastChe", then click private message me.
Sorry for the delay. I was out of the office by the time you replied. I just grabbed your private message and will be replying with my findings shortly.